Job Title: Corporate Quality Specialist (CQS)

Reports to: Senior Director of Quality & Training

Position Classification: Exempt

Office Location: Remote/TBD

Wage: $57,000 to $63,000 a year

EXPERIENCE EXTREME CUSTOMER SERVICE

About the Company

Dynamic Workforce Solutions (DWFS) contracts with state and local entities to provide services that offer the communities we serve reliable workforce development and training solutions that result in talented, well-trained people positioned for tomorrow's jobs. Our innovative approach to delivering services, passion for the work we do and commitment to ongoing quality have defined over three decades of exceptional results.

Our people feel they are part of something way bigger than just a job. We commit to delivering Extreme Customer service in order to provide outstanding outcomes for the people and businesses we serve.

Primary Objectives of Position: Plan, lead and coordinate quality assurance program and quality control policies to align with ISO standards and our services to our customers. The Corporate QPT provides ongoing leadership, coaching and technical expertise to the QPTs that are conducting staff training and analysis of workforce activities to evaluate compliance with policies and procedures, adherence to contract requirements and successful delivery of our services to our internal and external customers.

Essential Job Functions:

• Corporate:
  • Promote a culture of quality adherence and continuous improvement through consistent demonstration of Extreme Customer Services principles with both internal and external customers

• Problem solve difficult situations on behalf of internal and external customers utilizing Extreme Customer Service principles.
• Support new projects and transitions based on the Dynamic Transition Plan (this includes, but is not limited to, providing oversight to all approvals at the local level for up-to 90 days (WEX, OJT, ITA, SS, Eligibility/Enrollment, etc.))
• Lead process of preparing reports and monitoring documents for dissemination, identifying areas for improvement, and effectively communicate findings and recommendations to management and appropriate staff.

• • Provide quality support, analytics, training and standardized reports that will be utilized by Project Directors as part of the Monthly Regional Report
  • Conduct regularly scheduled virtual or onsite audits, provide quantitative and qualitative results and participate in continuous improvement initiatives based on audit findings
  • Provide Quarterly Corporate Monitoring to ensure local QPTs understand their role and are monitoring accurately and appropriately
  • Develop and deliver special request executive level quality reports to include project and corporate level quality results, risk assessments and mitigation strategies with defined timelines and accountability.
  • Provide policy expertise to all operations and members of the Dynamic team (ultimately, policy interpretation is a Corporate Quality responsibility)
  • Partnering with DLC to develop processes for all operations; Coordinate with the Dynamic Learning Community (DLC) to ensure QPTs are actively involved in developing, coordinating and presenting training programs for all employees, coaching employees on best practices to improve performance and quality and providing ongoing staff coaching regarding the policy interpretation and application.

• 
  ISO:
  • Responsible for performing all QPT functions as required to assist with compliance to ISO standards at a local and corporate level.
  • Provide regularly scheduled internal ISO audits in preparation for DEKRA audit
• Local Quality Support:
  • Work to improve organizational efficiencies while directing the activities and outcomes of the local quality team members.

• Provide training and coaching to project level QPTs to assist with meeting performance and contractual goals
• Monitoring local customer files to ensure quality service delivery and policy adherence.

• • Participate in monthly Operations Meetings (CQS/DLC) level quality assessment review with Project Directors, local leaders and local quality team to review quality results and support strategies
  • Conduct or oversee the completion of monthly quality monitoring reports as required by corporate protocol to include alignment with contract deliverables and quality plan
  • Participate in pre-audit reviews of projects that include working with local team to review files, assess risk, evaluate process gaps and prepare for a successful audit

• Work with QPTs to review performance data for trends, provide technical assistance for identification areas of non-compliance/low performance.
• Ensure that QPTs are reviewing operations procedures and processes, providing technical assistance to center staff, making recommendations to enhance current procedures and processes to ensure compliance and performance goals are met.
• Work with QPTs to assess developmental needs quarterly to drive training initiatives, review and approve the training materials and work with the DLC, management staff and other subject matter experts to update material to remain compliant.
• Serve as a Subject Matter Expert (SME) on all new local, state and federal guidance and provide feedback on the implications to the Project Director and QPTs and make recommendations for revisions, as necessary.
• Maintain oversight of monitoring plans that review client eligibility and expenditure requests. Monitor files, reports and payment requests submitted by staff for compliance with local, state and federal requirements.

Other Job Duties: This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required, including requiring overtime.

Physical Demands/Work Environment: Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 25 pounds, occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity

Qualifications:

Education: bachelor's degree from an accredited college or university or equivalent experience.

Experience: Minimum of 3 year's progressive relevant work experience with expertise in training and coaching and leading staff in a performance-based environment. Requires working knowledge of WIOA, TAA, TANF, SNAP/FSET, ES/UI and all applicable local Workforce Service programs. Familiarity with applicable federal, state and local laws and regulations required. ISO review and audit experience preferred.

Skills/Abilities: Excellent interpersonal skills with the ability to effectively disseminate information to a diverse audience in verbal and written format required. Must possess exceptional computer literacy including strong data entry, use various software programs for correspondence, reports, statistical compilation, and database expertise. Strong analytical skills with the ability to gather information and provide articulate and solutions driven options to complex issues. Ability to multi-task in a fast-paced environment. Strong listening and problem-solving skills. Ability to work independently with minimal supervision and effectively as part of a team. Must adhere to the principles of Extreme Customer Service with all interactions with internal and external customers.

Additional Requirements: Must have valid driver's license and adequate vehicle insurance coverage.

Benefits:

Insurance: Health, Life, Dental and Disability, PTO, Paid Holidays, 401K, Flexible Spending Account, Tuition Assistance

Diversity is at the heart of our business. It is key to our people's passion for serving individuals and communities who seek to build a stronger workforce. We strive to create a work environment that provides all our team members with equal access to information, development and opportunity. Furthermore, our commitment to diversity and inclusion is deeply rooted in the values instilled by our Four Cornerstones and commitment to Extreme Customer Service. We recognize that differences in age, race, gender, nationality, sexual orientation, physical ability, thinking style and background bring richness to our work environments. Such differences help us connect better with the workforce development needs of people we serve in our communities. We believe that attracting, developing and retaining a base of employees that reflects the diversity of our customers is essential to our success.

Equal Opportunity Employer

Dynamic Workforce Solutions is an equal opportunity employer/program and auxiliary aids and services are available upon request to individuals with disabilities.